More Zuku Woes

Hi.
Thought I would just put this out there for Kenyans to know how bad service at Zuku has become.

My problems started on Dec 24 when I noticed we had no internet service at home and the Indoor unit was not powering up. Calls to Zuku on Dec 27 assured me that a team would visit my site on the same day and latest the next day. However, the technicians only showed up on January 8, almost 2 weeks later despite daily calls to their customer care department and assurance that I would be attended by end of the day. From the new year, I was even making calls twice daily with still the same assurances until I got through to one of the senior support who managed to get a team over on Jan 8.

I would also like to raise issue with the support technician that visited my home (Matthew). He was able to identify the fault with my in-door unit as rain water tracking down the cable from my receiver on my roof. However, his course of action was to strip the circumference of a section of the wire just proximal to the IDU to allow for any tracking water to drain! On asking what I was to do with the seeping water at the point, his response is that a cloth could be put to soak it up. I had a difficult time convincing him to track the cable up to the receiver to look for any sources of the leak and to check the termination at the roof receiver and probably shield it. He was unwilling to do it and we even had to use one of the ladders from the neighbourhood. On going to the roof, he apparently found no issue along the way and therefore did nothing after barely two minutes up there, not even to shield the termination at the receiver. He was however quick to suggest I pay Kshs 4000 for replacement of the entire cable, a totally ludicrous and unacceptable suggestion whatever the circumstances.

A customer should NEVER have to tell a technician how to do his job, or what needs to be done. The technician seemed content to leave me with two problems when I had started out with one. First, my unsolved tracking water and secondly damage to my wood-tiled floor. It is NOT my job to monitor tracking rain water! I would imagine after waiting so long to be visited, the point was to have a conclusive fix to my problem.

I managed to achieve the almost impossible by getting a credit note from Zuku over the lost service. On topping up the bill amount for my monthly subscription, I am still without service to now. On calling yesterday (Jan 14) I discovered the technician had gone ahead to bill my account Kshs 4000, the cost of cable replacement after the quack job done as described earlier. Imagine the nerve. On updating the customer care agent (Peter Nduba/Nduva) on the history of my case, he gets back to me reporting that the agent had stated the cable had been tampered with (a big lie) and gone ahead to bill for replacement. That is entirely fraudulent behaviour.

I would just like to state that my cable from the receiver unit has been fixed all the way along the walls to the indoor unit and my wireless router since the installation several years back. I can only wonder who would tamper with such a secure wire.

As it stands, still awaiting a second team to visit my premises to make a meaningful evaluation. The most irritating thing though is the poor and EXTREMELY vague and ridiculous emails from one Joyce Kamara (Customer Service Executive). I have never dealt with such a poor communicator and I sincerely recommend she is retrained if Zuku will not be hiring afresh. Not a single explanation as to the delays, no apologies, poor/misleading English.

Point of the rant above is that Zuku need to style up. Your employees are severely letting us down and trying to keep us at their mercy. They do their best to prevent any complaints from reaching their supervisors who are also entirely unreachable either by phone or emails. And the customer care agents will never forward you beyond their floor manager.

I could go on but now hoping I can get meaningful advice and course of action from the team that comes visiting. But what I would really appreciate is some form of communication from any of the higher ups in the Technical Support and Billing Departments regarding the quack techie and the time lost with no service and no communication.

Regards,
Acc. 10583.